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Customerfocused KPI'sare the future
CULTIVATE Customer Experience by Design
01
What is a KPI and why do we care?Key performance indicators gives us an understanding of how our business truly operates.
They measure our success. They measure our failures.
They can reflect our business as a whole, or focus on specific departmental areas
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KPI's are key to driving business success
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n But what if theyare driving youin the wrongdirection?
04TOXIC KPI's
There's a contradiction between actualperformance and the numbers
You mindlessly chase 'numbers'
They stop being indicators andbecome targets
They don't inform decision making
They are imbalanced
CULTIVATE Customer Experience by Design
Poll time!
CULTIVATE Customer Experience by Design
05So how can we
avoid toxic KPI's1. The Balanced Scorecard approach
2. Think 'Customer'
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The BalancedScorecard 06
CustomerFinancial
Learning &
growth
Internal business process
CULTIVATE Customer Experience by Design
07
CustomerFinancial
Learning , growth &capacity
Internal business process
% of abandoned callsSLA (No# calls answered in20 seconds)Average call handle timeAverage wrap up timeFirst call resolution
CSATNPSRetention rateCall per customerNo# short calls
Cost per contactRevenue per successful callCustomer acquisitionCost per complaint
Attrition ratesEmployee NPSHours spent on trainingInternal talent progression
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08
Customer
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ign The more your company’s
attention is focused onoutcomes important to yourcustomers, the better yourcompany will likely performon outcomes important to
the business (KPIs).
Average call answer time
Customer agent rating/ QA'friendliness' measure
Effective omin Chanel/multiagent experience
QA agent listening measure
CES
First call resolution
09Customer outcomesOrg goals Customer KPI's Take note!
Call answered promptly
Friendly agent
Share personal/account dateonce
Feel listened to
Ease
Solution providedHap
py, s
atis
fied,
reta
ined
cus
tom
ers High CSAT / CES
High retention rates =Increased CLV
High eNPS (Happieremployees make happiercustomers and turnover
reductions)
High QA scores = Skilledagents = overall efficiency
Less likely to call back /Overall reduced customer
contact time
The 'magical' widespread positiveimpact of customer KPI's
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A simple guide to KPI's that will drivethe success you want
10
Organisational goals
Customer
Internal Learning Financial
Collaborate
Review. Develop. Adapt. Grow
BALANCED SCORECARD
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Effic
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Your 'must have'customer KPI's
FTR
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CES Channel hopping CSAT
12CULTIVATE Custom
er Experience by DesignThe more your company’sattention is focused on outcomesimportant to your customers, thebetter your company will likelyperform on outcomes important tothe business (KPIs).
www.linkedin.com/in/katie-stabler-ccxp/
www.instagram.com/customerexperience_provocateur/
https://twitter.com/custome60522751
13CULTIVATE Custom
er Experience by Design
www.cultivatecustomerexperience.com
07957285589
LUNCH TIME VIRTUAL WORKSHOP!Wednesday 7th October, 12-1.30pm
Book here: http://tiny.cc/mdhxszBring the team!
14CULTIVATE Custom
er Experience by Design
EXPERIENCE RECOVERYThe strategic secret weapon to your
operational success
TRAININ
G